Are chat agents accountable for what they tell customers?

Hello I directed to live chat for a service interruption extension request last night. As my service was scheduled to be turned off today. The chat agent told me that they got a 4 day extension and help me setup an automatic payment as well. Today my service was turned off today and now the agent on the phone is telling me there is no record of the extension. Was the agent lying to me? Will xfinity honor what the agent told me? Is the agent that incompetent or what is actually going on?